CRM Transition Experience

Executive Transition Manager for CRM EMEA

Q3 2004 - Q3 2011

Permanent Position

Worked across EMEA leading and managing the business process outsourcing transition business for CRM with extensive client facing experience.


  • Held EMEA responsibility for the design, planning and costing of 159 CRM transition project solutions valued between £11m to £321m each and to be implemented in various countries around the world.  

  • In 2010 I supported £3 billion worth of transition solutioning, personally owning the delivery of £43m worth. In 2007 I personally designed the winning transition solutions for in excess of £408m of new business for IBM.

  • Interviewed, recruited, oversaw and managed through a virtual environment the 10 members of the EMEA transition team based in 4 countries and working across 10 countries during delivery.

  • Carried out costing and pricing analysis of transition projects, which resulted in a 10% to 25% reduction in the customer’s transition price without impacting the quality of delivery.

  • Participated in, reviewing and improving transition solutions and delivery activities for all EMEA CRM projects.

  • Supported and delivered on continuous improvement activities across the Global Process Service business.

  • Worked across multiple outsourcing towers such as CRM, F&A and HR and on a day to day basis with internal work streams such as Sales, Pricing, HR, Financial Services, Learning Services and Delivery.

  • Owned and delivered multiple reports to Global VPs on varying subjects from solution progress to delivery project status.

  • Developed and progressed the EMEA transition team by mentoring, carrying out performance assessments, creating individual development plans, training and ensuring delivery excellence.

  • Held ownership of transition project budgets and team budget on a year to year basis. Managed the time reporting, expense reporting and project status reporting of the EMEA transition team, taking ownership of the total budget and allocation of time across the team members.

  • Understood and implemented business controls compliance and participate in audits.

  • Mentored team members both inside and outside of the business. Involved with local schools in a student facing role to help with interview techniques and the use of MS office.

  • Part of a team the designed the core transition processes, methods and solutions used globally by IBM.


Personally delivered a number of projects, often being based in various countries around the world. A typical project may have between 30 to 2000 team members. Led the design build and set up of contact / delivery centres in the Bulgaria, Spain, Uruguay and Egypt and participated in building of centres in Ireland and the UK. An appendix of delivery projects & experience is available on request.

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CRM Transition Projects

IBM Delivery Centre Egypt

Led a multi-functional team in the instigation and set up of a brand new IBM cross tower, front & back office delivery centre in Cairo, Egypt. Despite being in the midst of the Egyptian Uprising, this project was successfully on budget with a short unavoidable overrun. More details available on request.

TfL London

Ran the back office team for Road User Charging scheme with high levels of client and internal focus, following the go live of a completely new set of working processes and systems.


Ran the transition of 120 CRM back office departments from Spain to Latin America. Based in Madrid, and delivering both the onshore and offshore transition, the project involved resources spread across multiple countries. The project included the setting up of two new delivery centres in Latin America. Working with an extremely tough and demanding client, all five customer lines of business were successfully delivered on time and on budget.


Ran the EMEA transition project on an account with high customer and IBM internal focus. This was a multi tower deal moving 16 countries from EMEA into two IBM delivery centres across all aspects of the F&A area from General Ledger to Accounts Payable. Despite many challenges, in working closely with the customer to build trust, the project was delivered successfully across multiple go lives on time and on budget.

Virgin Media

Ran the Transition Solution workstream for a period of time running up to the signing of a multiyear deal. The role included the organisation of all the transition activities prior to signing and interacting with the various members of the large engagement team, from pricing to Contract & Negotiations.

EMEA Transition Lead

Working across EMEA leading and managing the business process outsourcing transition business for CRM and holding responsibility for the design, planning and costing of 159 CRM transition project solutions valued between £11m to $321m each. However I believe in having the ability to deliver on projects as well as manage the business, and this resulted in the project experience below.

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